MANAGER, QUALITY at Qualfon Philippines Incorporated

Dumaguete, Negros Oriental, Philippines -

Full Time

Start Date

Immediate

Expiry Date

09 Jan, 26

Salary

0.0

Posted On

11 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Data Analytics, Customer Experience, Problem Solving, Analytical Thinking, Oral Communication, Attention to Detail

Industry

Outsourcing and Offshoring Consulting

Description

Overview Job Title: MANAGER, QUALITY Responsibilities Main Objectives and Functions: 1. Achieve center performance target on Quality metric In-charge of the center’s overall performance on Quality metric Designs QA strategy with SOM/OM and Account Managers (remedial plan) Defines standards and establishes clearly defined quality methods for staff Conducts Root Cause Analysis meetings with the Management Team Ensures QA Team follows procedures consistently Oversees deployment of new programs and procedures Collaborates with Training and Recruitment Heads to assess quality of new hires Identifies quality-related training needs Validates effectiveness of feedback and coaching Recommends corrective actions for performance-impacting offenses Creates site QA strategy and action plan for all skills and groups 2. Support for Operations Ensures adequate QA Staff support for Operations; aligns QA assignments Selects new QA Analysts and Supervisors; coordinates with Recruitment Validates staff and agent understanding of QA Guidelines Provides training and tools to drive performance Reinforces Operations compliance with QA programs and action plans Reviews and approves weekly monitoring calendar Tracks QA team performance and ensures deliverables Authorized to issue DA to staff from Supervisor to OM if no improvement is shown 3. QA Staff Performance Evaluation Distributes workload to Senior QA Supervisors to meet demands Evaluates monthly performance of Senior QA Supervisors using scorecard Ensures regular PIP implementation and gap closure Mentors, coaches, and counsels Senior QA Supervisors Ensures monthly evaluation and feedback for all QA Staff 4. Reports Provides documented feedback to QA and Operations Managers Distributes department reports to meet operational demands Ensures QA team calibration with client guidelines Sends list and status of agents in Performance Improvement Plan Responsible for accurate and timely delivery of reports and trends Additional Responsibilities: Information Dissemination and Calibration Participates in internal and client calibration sessions Escalates client-related performance issues to Vendor Management Disseminates new procedures and programs center-wide Special Assignments and Tasks Leads Immersion and Orientation for new QA Staff Ensures participation in department activities Qualifications Qualifications: Certified Six Sigma Green Belt Proficient in QA tools and processes Skilled in Data Analytics and Customer Experience Minimum 2 years QA experience, 3 years supervisory experience Bachelor’s Degree Skills and Competencies: Keenness to Detail Problem Solving Quality Assurance and Control Analytical & Logical Thinking Oral Communication

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Responsibilities

The Manager, Quality is responsible for achieving the center's performance targets on quality metrics and overseeing the QA team's adherence to procedures. This role includes designing QA strategies, conducting root cause analyses, and ensuring effective training and support for operations.